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14%W <br />PRC SOFTWARE MAINTENANCE SUB -AGREEMENT <br />b. With respect to the Software System, PRC will not perform, or cause to be performed <br />under the scope of this agreement, duties of database administration. Database <br />administration shall be the responsibility of the Customer. Should the Customer request, <br />in writing, PRC's assistance with database administration as it pertains to the PRC <br />Application Systems installed, PRC will endeavor to provide database administration <br />services at PRC's then current Time and Material Rate. <br />4. <br />/ YV <br />Problems that prevent the actual execution of a critical function of the software system <br />specified in Exhibit A shall be defined as "Serious". Serious system problems include: <br />a. complete system outage; <br />b. the failure of a major portion of the database engine or message switching system; <br />C. in CAD systems, the loss of a major portion of complaint receiving or dispatch <br />terminals; <br />d. in CAD systems, the inability to dispatch an area or areas; <br />e. in CAD systems, the loss of unit suggestion; <br />f. in CAD systems, the loss of the geographical validation applications; <br />g. loss of communications with the mobile data controller, other than such loss due <br />to malfunction occurring outside of the PRC system; <br />h. system response times doubling and continuing beyond fifteen (15) minutes, other <br />than such doubling due to malfunction occurring outside of the PRC system. <br />The obligations of PRC under this Agreement are conditioned upon: <br />a. Customer assigning a coordinator to ensure that Customer's assignments in <br />connection with this Agreement are met, to coordinate appropriate schedules in <br />connection with PRC's services hereunder, and to serve to provide other <br />coordination activities which are necessary for PRC to perform its services <br />hereunder. <br />Document prepared February 9, 1999 Page 2 <br />